1、Internal Customer ServiceGround RulesParticipate fullyContributeEntertain possibilityChallenge yourselfHave fun!Agenda Establishing the MindsetColleagues vs.CustomersAppreciate the Differences“Return on Investment”Internal Customer Service BasicsWho Are Your CustomersExpand Your Definition of Intern
2、al Customer ServiceProfessional Internal Customer Service QualitiesActions:Dos and Donts Non Verbal CommunicationVerbal CommunicationTelephone EtiquetteTop 10 Dos and DontsAgendaBest Practices Sharing:Nathans SharingHow Other Companies Are Doing ItPossible Next StepsTaking an Honest Look at Our Serv
3、ice LevelIdentifying Internal Customer NeedsDeveloping ICS Guidelines and ManualsBad NewsBy 2011,75%of IT departments will be playing very different roles compared to their current jobs10%of IT departments will be gone,10%will be absorbed by other functions-The Gartner GroupWorse NewsIT applications
4、 getting more and more mature at high speedOutsourcing getting more and more popularWorst NewsPeople in this room are all IT peoplePerfect reasons for us to talk about Internal Customer ServiceCustomer Service is80%Attitude20%TechniqueProbably more so for Internal Customer ServiceMind Set IssuesColl
5、eagues vs.CustomersAppreciate the Differences“Return on Investment”Our Customers“There is only one boss,and whether a person shines shoes for a living or heads up the biggest corporation in the world,the boss remains the same.It is the customer!The customer is the person who pays everyones salary an
6、d who decides whether a business is going to succeed or fail.In fact,the customer can fire everybody in the company from the chairman(CEO)on down,and he can do it simply by spending his money somewhere else.Literally everything we do,every concept perceived,every technology developed and associate e
7、mployed,is directed with this one objective clearly in mind pleasing the customer.”-Sam M.Walton,CEO Wal-MartYes,we know customers are extremely important,but When it comes to treating our colleagues as customersWhat can be the barriersfor us to treat our colleagues like acustomers?“Return On Invest
8、ment”Organizational Benefits for Great Internal Customer ServiceKey to survival and successMotivated teamworkCost effectiveAdds to the company bottom line“Return On Investment”Whats In It For Me-personal benefits Service mentality-being needed More job satisfactionInterpersonal skillsFrom I talent t
9、o T talentPersonal growth Of course remember the 10%Internal Customer Service BasicsWho Are Your CustomersExpand Your Definition of Internal Customer ServiceProfessional Internal Customer Service QualitiesWho Are Your Customers?Expand Your Definition of Customer ServiceGiving customers what they wan
10、tFinding what they want Helping customers define what they wantCase Study-NescafeBrand Name PriceServiceClarifying the Real Needs!Internal Customer Service QualitiesFriendliness the most basic and associated with courtesy and politeness.Empathy the customer needs to know that the service provider ap
11、preciates their wants and circumstances.Fairness the customer wants to feel they receive adequate attention and reasonable answers.Internal Customer Service QualitiesControl the customer wants to feel his/her wants and input has influence on the outcome.Alternatives most customers want choice and fl
12、exibility from service.They want to know there are many avenues to satisfy them.Result vs.Information some just need results,some appreciate more information.Actions:Dos and Donts Non Verbal CommunicationVerbal CommunicationTelephone EtiquetteFirst Impression You Only Get OneTop 10 Dos and DontsKey
13、statistical consumer sector data revealed:Customers will spend up to 10%more for the same product with better service.When customers receive good service they tell 10-12 people on average.When customers receive poor service they tell upwards of 20 people.There is an 82%chance customers will repurcha
14、se from a company where they were satisfied.There is a 91%chance that poor service will dissuade a customer from ever going back to a company.Why Should Internal Customers Be Different?How people receive information 55%of what we learn from others comes from their body language.38%of what we learn f
15、rom others comes from their tone of voice.7%of what we learn from others comes from the words they say.Non-Verbal Communication SmileEye contactTone of voiceIts not what you say,its how you say it!PosturePersonal spaceObserveVerbal Communication Customers can“see”you over telephoneInflection Monoton
16、eVolumeLow volume sometimes helpsPaceCustomer service professionals recommend mimicking your customers pace.Telephone Etiquette Pick up the phone in three rings.More than three rings signals chaos in your office or inattentiveness on the part of your company or organization.Greet the caller,e.g.“hel
17、lo”,“good morning”.Good manners shows you respect the caller.Give your name,e.g.,“Hi,my name is Martha”.This is a courtesy that serves to personalize the customer service experience as well as allowing the customer to hold you accountable for your level of service.He/she now has a point of reference
18、 and someone to contact when he/she calls back.Ask the customer if or how you can help.Asking to help tells the customer you are there to serve his/her needs and to solve his/her problems.This also leaves the customer with a positive impression.Putting It Together“Good morning,thanks for calling Res
19、ound,my name is Michael,how may I help you?”First Impressions You Only Get One Personal responsibility for a customerOffering immediate assistanceFriendlinessUsing customers name in a conversationPleasant voice tonePolite and courteous mannersNeatnessA genuine smilePractice:How We Might Do It Differ
20、entlyTop 10 Dos and Donts“I dont know.”“Ill find out.”“No.”“What I can do is”“Thats not my job.”“Let me find the right person who can help you with”“Youre right this is bad.”“I understand your frustrations.”“Thats not my fault.”“Lets see what we can do about this.”Top 10 Dos and Donts“You need to ta
21、lk to my manager.”“I can help you.”“You want it by when?”“Ill try my best.”“Calm down.”“Im sorry.”“Im busy right now.”“Ill be with you in just a moment.”“Call me back.”“I will call you back,what is your telephone number.”Nathans Sharing How Other Companies Are Doing ItSun Set RuleWe depend on each o
22、ther to accomplish our daily work,so no matter it is a request from another country,or a call from downstairs,every request shall have an answer before sunset.10 Feet(3Meter)RuleLook at your customer in the eye with a smile and ask“How can I help you?”AT&T,PR functionsTraditionally delivered either
23、by a dedicated PR staff within a division or provided by the corporate PR group.Experimented with user choice.A small group called PR Creative Services was set up an allowed to sell its service in competition with the main corporate PR function.Their internal customers only pay when they use the ser
24、vice.The pressure of having to sell their services rapidly lead to a can do attitude and the group motto,What the customer wants when they want it.In setting themselves up as an internal business rather than a traditional staff group has so sharpened their ideas of service that the group is growing
25、at a time when many staff activities in AT&T are downsizing.ResultsDespite unrelenting cost cutting throughout our business,Creative Services has kept a healthy balance sheet and has grown to meet demand.Were applying the lessons we learned through Creative Services to the way we manage and evaluate
26、 work throughout AT&T public relationsMarilyn Laurie,AT&T senior vice president of public relationsWhen a user raises a request,remember to ask“Why”Dont complain that your partner is not professional,problem solving is always an opportunity for our progress.Responsibility of co-workers:Identify prob
27、lems and give answers.Dont“identify problems and give problems”!Wal Mart IT Help DeskFollow up call,alwaysSimpleReassuringGreat service!Possible Next StepsTaking an Honest Look at Our Service LevelSurvey/Focus Group/InterviewsIdentifying Internal Customer NeedsRemember the Nestle CaseAction PointsWith support neededDeveloping ICS Guidelines and ManualsOn lineBest practice sharing Be Creative!Your ActionsWrite down 2 things you will do to enhance the service you provide to your internal customersQ&A Thank you for participating!
